ERP Suites is an Oracle JD Edwards specialist that halved onboarding time for technicians from four weeks to two and saw an estimated 5X fewer customer complaints after standardizing customer procedures with Process Street. The result shows how consistent workflow documentation can improve both technician training and service quality.
“Overall, [Process Street has] made a world of difference inside the organization. It’s really helped our quality and keeps our customers happy.” – David Schenz, Director
ERP Suites helps organizations get more value from Oracle JD Edwards through consulting, managed services, cloud transformation, automation, and application support. The company began in 2006 with a few people in a basement and grew into an award-winning JD Edwards specialist. Today it supports more than 300 organizations worldwide; at the time of this case study, it served more than 250 midsize organizations in the United States and abroad.
ERP Suites received its first Oracle JD Edwards Distinguished Partner Award in 2017, a milestone documented in the company’s history.
Challenge: Scaling complex IT processes and keeping customers happy
“Process Street helped us go from a situation where we had all these different documents to one where we could have the entire customer procedure documented inside of Process Street.”
ERP Suites designs bespoke IT solutions around the specific systems and requirements of each customer. Early on, a technician could be assigned to a customer and learn what that account needed. As the company scaled, that informal approach made it harder to train the next generation of technicians consistently.
It took roughly four weeks for a new technician to be fully onboarded. With the promotions, hiring, and turnover that accompany growth, that was too slow. Differences in how technicians handled customer procedures also led to mistakes and unhappy customers. ERP Suites needed a repeatable way to document each account’s requirements without losing the flexibility that bespoke service demanded.
Results: 50% faster onboarding with 5X fewer customer complaints
By documenting each customer procedure in a workflow, ERP Suites gave technicians a clear, repeatable process to follow. The time required to complete the work went down while the consistency of delivery improved. The standardized approach also made it easier to expand the team without relying on scattered documents or knowledge held by one person.
With Process Street’s workflows and documentation capabilities, ERP Suites cut technician onboarding from four weeks to two. That 50% reduction helped new technicians become productive sooner while giving experienced team members a consistent source of truth for each customer account.
“I don’t have customers calling me up and yelling at me because I did the wrong thing nearly as often. […] Those types of calls have probably gone down, I would guess 5X since putting Process Street in. That’s pretty cool.”
David Schenz, Director
Process Street is a single product with Docs and Ops capability areas plus built-in AI. Teams can keep procedures governed in Docs, run those procedures as assigned workflows in Ops, and use AI within the same product to create, operate, and improve processes. For service organizations standardizing both internal delivery and customer handoffs, the same model supports a repeatable managed services client onboarding process.
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